Theresa Gilbert
La Vergne,TN
Summary
Customer Services Manager with over 26 years of extensive expertise in enhancing customer retention and ensuring quality assurance.
Demonstrates exceptional skills in emotional intelligence, critical thinking, and team building, fostering a supportive and collaborative work environment.
Committed to leveraging analytical thinking and performance evaluation to drive continuous improvement and customer satisfaction. Dedicated professional with a strong background in customer service and safety compliance. Skilled in managing inventory and supervising daily operations, committed to maintaining high-quality service and brand reputation. Dynamic restaurant supervisor with extensive experience in team leadership, training, and safety compliance. Recognized for successfully resolving customer issues and ensuring operational excellence, with a focus on enhancing team performance and service standards.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Supervisor
Chick-fil-A
Franklin, Tennessee
08.2020 - Current
- Supervised daily operations to ensure high-quality service and food safety standards.
- Trained and mentored team members on customer service and operational procedures.
- Managed inventory levels and coordinated timely product restocking for efficiency.
- Implemented new training programs for improved staff onboarding and retention.
- Resolved customer complaints swiftly while maintaining brand reputation and satisfaction.
- Enforced health regulations and safety protocols to maintain a clean work environment.
Restaurant General Manager
Kfc/Tacobell
Mt.Juliet , Tn
02.1995 - 08.2020
- Managed staff schedules and trained employees on service protocols.
- Oversaw daily restaurant operations and ensured adherence to company standards.
- Controlled inventory levels and ordered supplies to maintain stock availability.
- Implemented health and safety regulations to ensure customer and employee well-being.
- Developed marketing strategies to enhance restaurant visibility and attract customers.
- Analyzed sales reports to identify trends and adjust operational strategies accordingly.
- Maintained accurate inventories of food, supplies and equipment.
- Scheduled staff shifts and monitored labor costs.
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
- Monitored and trained service team members on suggestive selling practices and continuous sales growth of beverage, appetizer, add-on and desserts.
- Performed accurate monthly inventories of supplies and equipment, including food, beverage, glassware and utensils.
- Reduced food waste by overseeing and planning ingredients, anticipated customers, and popularity of items.
- Ensured compliance with health, safety and sanitation standards.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
Education
Giles County High School
Pulaski, TN05-1995
Skills
- Staff training
- Inventory management
- Health regulations
- Customer service
- Operational efficiency
- Team leadership
Certification
servsafe certtified
Timeline
Supervisor
Chick-fil-A
08.2020 - Current
Restaurant General Manager
Kfc/Tacobell
02.1995 - 08.2020
Giles County High School